automatically track email to team

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Posted on by Community Member Microsoft Employee

I have some teams set up in Dynamics online with their own mailbox which is shared with the members of this team. When a team member sends an email using the team email address as the 'from' address the email gets tracked in CRM. When the contact replies to the email, the email goes to the team mailbox but IS NOT recorded in CRM.

How can we configure Dynamics 365 to automatically track all emails sent to a team email account?

Thanks

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gtwynstra 510 on at

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RE: automatically track email to team

I replied to a similar problem in this post: community.dynamics.com/.../224027

In short, make sure the email is approved, the Queue is set to "all email messages" and configured with the correct email addresses. Also try rejecting and re-approving the email queue email address.
Community Member Microsoft Employee on at

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RE: automatically track email to team

No I'm not getting any incoming replies added to the queue.
gtwynstra 510 on at

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RE: automatically track email to team

Are the incoming replies landing in the Queue as Queue Items?
Community Member Microsoft Employee on at

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RE: automatically track email to team

Thanks - I already have the queue configured in this way but I get no email tracked when they reply. Ideally the return email would be tracked against the relevant contact.
gtwynstra 510 on at

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RE: automatically track email to team

I'd be tempted to create a Queue for the incoming messages. Be sure to configure the Queue mailbox correctly for incoming emails (run the Test & Enable to be sure). While configuring the Queue you can set the Convert Incoming Email to Activities = All Email Messages.